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Support

Support comes direct from the people who wrote the extension. There are two ways to reach us, and they arrive in the same place:

Those two are the support route; treat any other address or site you find as not ours. The one exception is security@kyvero.dev, which is the same inbox under a second name. Use it for reporting a vulnerability and nothing else.

Both open a ticket. Use the portal if you would rather see the state of your request without going through your inbox; email is shorter if you already know what you want to ask.

How long a reply takes

One business day. Business days are Monday to Friday, Europe/Amsterdam time, and Dutch public holidays are not business days. Write on Saturday and you have an answer by the end of Monday at the latest, usually sooner.

The reply comes from the person who wrote the extension, not from an automated acknowledgement. Sometimes it is the answer. Sometimes it is the one question we need answered before we can give you one, which the next section helps you avoid.

What to include

A support request that contains the following can usually be answered on the first reply. One that does not turns into a round trip asking for it, which costs you a day.

Always:

  • Which extension, and which version of it. The version is shown on the extension's own admin screen, and in Extensions → Installer.
  • Your OpenCart version. Printed at the bottom of every admin page.
  • Your PHP version. Your hosting control panel shows it; System → Maintenance → Error Logs often does too.
  • What you expected to happen, and what happened instead. These are two separate sentences and both matter. In most of the hard cases the extension did exactly what it was told, and that was not what was wanted.
  • The steps you took, in enough detail that we can repeat them.

When you have one:

  • Your Kyvero log. Every extension we sell writes down what it did, and what it refused to do and why, in one file on your own server. Your admin lists it at System → Maintenance → Error Logs, in the kyvero.log tab, with a Download button beside it. Every line names the extension, its version and the store, so attaching it answers several of the questions above by itself. See what Kyvero extensions log.
  • The job id, if the problem involves a run of some kind. Extensions that do work in the background give each run an id and show it on screen (Import/export calls it a job id). With it, we can look at the run you mean instead of guessing which one.
  • The exact error message, copied as text rather than described. If it is long, paste all of it.
  • A screenshot of the screen where it went wrong. Useful for anything about layout, or about a control not doing what you expected.
  • A small sample of the data involved: a few rows, not the whole file, with anything sensitive removed.

What not to send

  • Never send passwords, admin logins, API keys or database credentials. We will not ask for them. If a problem genuinely needs access to your store, we will say so and agree how first.
  • Do not send customer data unless you have to. If a sample is needed, a few rows with names and email addresses replaced is enough.
  • Your Kyvero log is not customer data, so the line above does not apply to it. The extensions name records by their id (order 1042, customer 318) rather than by anyone's details, and every message has email addresses stripped out on the way into the file. In practice there is nothing to take out before you send it. What that means exactly, and what it deliberately does not guarantee, is written out under what Kyvero extensions log.

Before you write

Three checks resolve most problems faster than waiting on a reply:

  • If the extension will not open at all, read troubleshooting an install. The blank-page case is a permission that has not been granted, and it is fixed in a minute.
  • If something changed after an update, read the extension's changelog page.
  • Search this documentation, using the box at the top of the page. Every extension has a troubleshooting page written from the errors people actually hit, and its limits page states what it will not do. That page answers more support requests than any bug does.

What support covers

Questions about how an extension works, problems where it does not do what its documentation says, and bugs.

It is not general OpenCart consulting, theme work, or building a custom import for you. If you need that, say so anyway and we will tell you whether we can help.